Data Deletion Instructions

Overview

Request deletion of your Visitor.ke account and personal information held by Trusted Identity Platform ("TIP", "we", "our" or "us").

This page explains what we can delete, what we may need to keep for legal or security reasons, how to submit a request, and how long processing typically takes.

These instructions apply to visitors and individual users of TIP, including users who signed in with email, Google or Facebook Login.

Our Privacy Policy and Terms of Use provide additional context on how we process personal information.

What can be deleted

Subject to the exceptions below, we can delete or anonymise:

• your TIP account and sign-in credentials;
• profile information (such as your name, email address and phone number);
• identity verification records and uploaded document metadata associated with your account;
• visit invitations, registrations and wallet passes linked to your account;
• marketing preferences and communication history where deletion is permitted by law;
• social sign-in linkage data received from Google or Facebook Login when you used those services to authenticate.

Deletion is permanent. You will need to register again if you wish to use TIP in future.

What may be retained

We may need to retain certain information where required or permitted by law, including to:

• comply with legal, regulatory or tax obligations;
• maintain security, fraud-prevention and audit records;
• investigate misuse, disputes or enforcement of our Terms;
• protect the rights, safety and security of TIP, our customers, venues and other users;
• honour organisation-held visitor records where the venue or customer organisation is the data controller for specific visit data.

Where information cannot be deleted, we will explain the reason where permitted by law and restrict further use to the permitted purpose.

How to request deletion

Email us from the address associated with your account:

Email [email protected]

Include the following in your message:

• your full name;
• the email address registered on your TIP account;
• if applicable, the phone number registered on your account;
• whether you signed in with email, Google or Facebook Login;
• a clear statement that you are requesting deletion of your account and personal information.

We will confirm receipt and guide you through any verification steps required before deletion is completed.

Identity verification

To protect your account from fraudulent deletion requests, we may need to verify your identity before processing a request. Verification may include:

• confirming that your request is sent from the email address on your account;
• asking you to sign in to your account before deletion is finalised;
• requesting additional information reasonably necessary to match you to the correct account.

If we cannot verify your identity, we may be unable to complete the request until sufficient confirmation is provided.

Response times

We aim to:

• acknowledge deletion requests within 5 business days;
• complete verified deletion requests within 30 days, unless a longer period is required by law or the complexity of the request;
• notify you when deletion is complete, or explain why certain information must be retained.

Complex requests involving multiple venues, legal holds or active security investigations may take longer. We will keep you informed of progress where possible.

Facebook Login users

If you signed in to TIP using Facebook Login, you may remove the app connection from your Facebook account settings at any time (Settings → Apps and Websites → Send Request). When you do, Meta notifies us automatically and we begin processing your deletion request.

We deactivate your account immediately and permanently delete your personal information after a short grace period (typically 7 days), unless we must retain certain records for legal or security reasons as described above.

You may also email [email protected] at any time to request deletion or check the status of a Facebook-initiated request.

This page is our public Data Deletion Instructions URL for apps using Facebook Login, as required by Meta platform policies.

Google Sign-In users

If you signed in to TIP using Google, you may revoke TIP's access to your Google account at any time through your Google Account permissions page. Revoking access stops future sign-in through Google but does not automatically delete information already stored by TIP.

To delete personal information held by TIP, you must submit a deletion request to [email protected] using the process above.

This page explains how users of TIP can request deletion of account data obtained through Google Sign-In, in line with Google API Services User Data Policy requirements for applications that access Google user data.